With so much going on in the world and many “fires” to put out, it’s tough to think about the future of our contact centers. But in case you want a break from the realities of COVID-19 and the havoc it is causing around the world, I am going to share some of my thoughts about the future of contact center workforce management (WFM).
To begin with, if we had new-gen WFM solutions with real-time, adaptable intelligent intraday management modules supported by mobility in our contact centers today, we’d all be putting out fewer fires, but I am getting ahead of myself.
During the last weeks, I’ve spent the majority of my time sharing operational practices for managing ...